CUSTOMER SERVICE

Customer care

Shipping

FOR OUR NEW ZEALAND CUSTOMERS

We offer free express shipping on all orders over $50 NZ-wide.

For orders under $50, standard express shipping rates apply;
$5 Auckland-wide and $10 everywhere else.

Orders are delivered within 1 – 3 business days once your order has been dispatched.

FOR OUR AUSTRALIAN CUSTOMERS

We offer express shipping via DHL. Shipping rates are calculated at checkout and orders are delivered within 2 – 10 business days once your order has been dispatched.

Orders shipping to Australia may incur additional fees and duties. The responsibility for any customs duties, taxes or additional fees which may be imposed upon these consignments rest solely with the customer. Fees of this nature are the responsibility of the receiver and colleen will not be liable for the payment of such charges under any circumstances.

If a consignment is determined to be undeliverable at destination due to refusal to pay import fees/duties, multiple failed delivery attempts, or otherwise, the consignment will be abandoned at destination.

DELIVERY & TRACKING

To ensure secure delivery, all parcels can be signed for upon receipt. If you don’t expect to be home during normal business hours, please choose a delivery address where someone will available to sign for your parcel. You can also opt for a non-signature delivery if you like.

Once your order is shipped you will receive a confirmation email which will include your courier post consignment number. To track your order please click the link in your confirmation email. If you are unable to locate your consignment number, or if you have any questions about your shipped order please contact us. [mailto:shop@colleen.nz]

If your order is lost or damaged in transit or if you have not received your order within 4 working days please contact us so that we can assist you.

We are unable to process split shipments within one order. If you wish to ship to multiple addresses you can do this by creating separate orders, each with its own delivery address.

Products purchased on this website can only be delivered within New Zealand.

Delivery times are based on orders placed before 2 pm on any weekday.

Returns

All returns must be processed within 30 days of receiving the order. Your order number must be provided to place a return. We have included a helpful Return Slip in your order.

You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded.

Item/s must be in original and saleable condition.
Packaging must be unopened, unused, unmarked and not defaced in any manner.
Items purchased as part of a set or multi-item pack must be returned as a whole set.

When returning an item you are responsible for the item until it reaches us. We recommend you select an insured and traceable shipping or postal method.

If the item you have received is faulty or damaged, please contact us within 7 days of delivery with a detailed description of the product fault and a photo if possible.
We will cover all shipping costs for the return and replacement of a faulty item.

Packaging

Our sustainable packaging uses recycled and recyclable materials which are all FSC approved.